Customer Success Manager
Resume:
Marcos Machado
**** *** ****** ***** *******, FL 32829 407-***-****
************@*****.***
Summary
Accomplished results-driven professional with sales, revenue growth and account management experience. Adept at sales with over 15 years of experience selling HCM, SaaS, Cloud, and Mobile software solutions helping companies achieve time and cost savings and drive true business value. Fluent in Spanish.
Highlight of achievements
Devised a customer service and technical support plan to quickly resolve issues for our largest clients, which resulted in $2.3 million contract renewals.
Drove multiple complex sales cycles to closure of HCM software deals generating $1.2 million in upsell and cross-sells.
Consistently achieved renewal quota for our enterprise clients such as JnJ, Nike, GSK and GAP.
Worked directly with ERevMax’s CEO to devise a strategy to increase client retention to 95% in annual contract renewals.
Career Summary
Iovation, Inc April, 2016—Present
Senior Account Manager
Strategic role in developing and maintaining business relationships with key clients to secure annual contract renewals and upsell opportunities.
Provided regular reports and analyses to clients about the impact and value of Iovation’s cyber security solutions on their businesses.
Trained clients to ensure they understand how to effectively utilize Iovation’s fraud management solutions.
Monitored critical security alerts and threats for mid-level and enterprise clients to ensure their business protection.
Participated and assisted sales team during the full client sales cycle to help drive significant revenue generation.
ERevMax, Inc September, 2008—April, 2016
Senior Relationship Manager
Senior position working directly with the CEO to increase client retention to secure annual software contract renewals and drive software sales revenue.
Developed long-term relationships with entire client base to ensure annual software contract renewals.
Identified and closed multiple upsell and cross-sells opportunities across out software solution set for approximately $1.8 million.
Consistently met and exceeded quarterly and annual renewal quota set by the CEO and Sales Manager.
Performed all user system training for entire client base both on-site or over WebEx.
Marcos Machado
************@*****.***
Vehicle Inspection Systems September, 2007—September, 2008
Regional Support Manager
Responsible for developing and maintaining client relationships to increase client retention and annual renewals.
Developed strong relationships with all VIS customers within assigned region through site visits and personal contact with key account decision makers.
Served as the primary company liaison between our clients, our project teams, and our technical staff to properly implement our solutions.
Actively sought upsell and cross-sell opportunities within client base for VIS solutions.
Managed client utilization to ensure maximization and ROI on the installed product.
Workstream, Inc. February, 2006—September, 2007
Account Manager
Managed the East territory and responsible for increasing client retention and securing annual software contract renewals and closing upsell and cross-sell opportunities.
Managed and secured a 3-year renewal with largest account, ACS at $2.3 million value.
Secured $2.2 million in contract renewals with our top clients GSK, Thomson-Reuters and Johnson & Johnson.
Facilitated up-sell and cross-sell opportunities of our multiple product offerings to current client base.
Participated in the client software implementation process to help ensure a success implementation of our software solution.
Zach Tech Consulting, Inc June, 2002—February, 2006
Client Services Manager
Manage existing client relationships to ensure revenue growth, client satisfaction and account retention for multi-year contracts.
Developed and executed strategic account plans to ensure continued revenue growth and overall satisfaction from account base.
Ensured client is fully utilizing all functionality and realizes value of the product.
Researched and analyze client information to determine need for software, hardware/network services and affiliate products and services.
Identified and recommended sales opportunities to our outside sales organization to help drive revenue.
Education
Programs System Institute Associates of Arts, Computer Science
Sales Training: Sandler, Challenger and 2Win Global
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